Omni Channel Routing In Salesforce

What is Omni-Channel Routing?

Omni-Channel Routing is a helpful tool used in Salesforce, available in both the Sales and Service Consoles. Once it is turned on and set up, it automatically sends work to the right users in real time.

This tool looks at incoming tasks or requests and sends them to the best available support agents. It uses rules that you set up to decide who should get the work.

There are three main ways to route work using Omni-Channel:

1. Queue-Based Routing – Sends work to agents based on queues.

How it Works: Agents are assigned to queues, and each queue usually represents one skill. When a work item comes in, it is placed in a queue. Omni-Channel then sends it to an agent who is part of that queue.

Best Use Case: This method works best for smaller companies that support only a few products.

2. Skill-Based Routing – Sends work to agents who have the right skills.

How it Works: This method looks at the skills needed to complete a task and matches them with agents who have those skills.

Best Use Case: Ideal for larger organizations that: Handle complex products that need specific skills.

3. External Routing – Uses outside systems to decide how to route work.

Omni-Channel helps make sure that work is handled quickly and by the right people.

How it Works: A third-party routing system is used to decide how to assign work. This system connects to Salesforce using APIs and sends work to agents through the Salesforce Service Console.

Best Use Case: Great for companies that already use a routing system and want to keep it while still using Salesforce for handling work.